Enhance the quality of customer interactions within your contact center by providing a time saving solution that keeps frustration levels down and gives the customer a positive experience. Waterfield Technologies’ Caller Elected Callback (CECB) presents callers with the option of requesting a return call instead of waiting on the line when hold times are unacceptably long, without losing their spot in queue.
Offering Caller Elected Callback is a great way to turn around an aggravating situation. A caller who hears a message warning of long hold times will likely feel powerless and unhappy. A smart contact center can turn that around. Offering a callback changes the dynamics completely by giving the caller the power to decide to stay on hold or receive a return call. The result is that your customer has a better experience and a more favorable opinion of your business.
Maximize your workforce
Fluctuations in inbound call volume throughout the day make it difficult to accurately staff the contact center. Scheduling callbacks during less busy times of the day enables the contact center to better align resources with customer needs. Smooth out peak call volumes and reduce contact center staffing requirements using Caller Elected Callback.
Caller Elected Callback solutions
Waterfield offers a variety of Caller Elected Callback (CECB) solutions and will help you identify the right option based on your contact center technologies and preferred method for managing your callers.